Exquisite Solution Limited, a leading HR recruitment firm, is seeking a Touch Point Supervisor for a top telecom client. The successful candidate will enhance customer experience, ensure smooth operations, manage resources effectively and uphold compliance standards to deliver exceptional service. Fluency in English, along with the ability to communicate in Aringa, Alur, Lugbara, and Kiswahili, is essential.

Key Responsibilities

• Ensure consistent delivery of service quality standards within the assigned cluster, aligned with Customer Experience (CEX) expectations.
• Support and execute business initiatives across all outlets in the assigned region.
• Manage stock levels and ensure availability and control of inventory within the cluster.
• Drive improvements in Customer Experience (CLF) across all assigned Touch Points.
• Conduct regular spot checks to assess availability of tools, staff, and stock in the cluster.
• Coach, mentor, and develop frontline teams to uphold service standards.
• Gather market intelligence that could affect service delivery in the region.
• Oversee day-to-day operations and activities within the assigned cluster.
• Monitor wait times and transaction times to ensure compliance with agreed service levels.
• Assist outlets in resolving operational challenges efficiently.
• Support the SCOM in enforcing compliance with operational and service guidelines.
• Prepare and submit timely weekly, monthly, and quarterly performance reports.
• Collaborate with the SCOM to manage staffing and manpower planning within the cluster

Qualifications and Requirements

• Bachelor’s degree in Business Administration, Social Sciences, or a related field.
• Minimum of 3 years’ experience in a customer-facing or service environment.
• At least 2 years’ experience in managing people within branches, stores, or similar settings.
• Strong understanding of sales and retail industry trends, including best practices in customer service and retail operations.
• Team player with strong leadership potential and a proactive mindset
• Honest, collaborative, and focused on continuous improvement